What You'll Do:

The Bilingual (English/Spanish) Customer Engagement Specialist will work in a Connections Health Solutions (CHS) inbound call center responding to callers with general inquiries, patient/family treatment concerns, complaints, and requests for information about the company’s services and programs. The Customer Engagement Team is focused on providing excellent customer services to all callers and ensuring timely responses to individual needs.

• Answers all incoming patient/customer calls regarding general inquiries, treatment processes, and procedures, patient/family treatment concerns and complaints, community resources, and either assists or transfers calls as necessary to meet requests.
• Determines caller’s needs, collects appropriate data, facilitates problem-solving in ways that give individuals a sense of empowerment and control over their situation.
• Maintains standards of conduct that are empowerment-based and nonjudgmental and must be able to manage high stress situations.
• Specialist shall respond to all calls in a professional manner with a tone of calmness, sensitivity, and empathy. Position requires the Specialist to provide support to individuals and families in crisis situations with sensitivity and awareness to diverse cultures, ethnic and social backgrounds, values, attitudes, and languages.
• Follows communication scripts, handles numerous topics, and assists callers with their requests for information. Complies with all required policies and procedures while responding to, routing, and documenting inbound calls.
• Maintains accurate knowledge of CHS treatment programs and processes and is informed of any changes in company policies or practices.
• Provides administrative support to clinical services as needed to help with incoming calls, scheduling, and referrals.
• Logs customer/patient information into call center system ensuring data entry is accurate and complete.
• Verifies and records demographic data with caller and escalates issues as appropriate.
• Promotes CHS vision, values, and services to all customers and stakeholders.
• Performs all other duties as assigned.

#customerservice #bilingual #spanishspeaking #behavioralhealth #crisisintervention  #unitcoordinator

What You'll Bring:

• High School Diploma or equivalent
• 1 year experience in healthcare/behavioral health with direct patient care or healthcare call center
• Fluent in Spanish and English
• The Company has a mandatory vaccination policy. All successful applicants must be fully vaccinated, including showing proper documentation, or otherwise be exempt pursuant to the Company’s exemption process prior to their start date as a condition of employment
• Arizona Level I Fingerprint Clearance Card

It would be great if you had:

• Bachelor’s degree in healthcare, business, or related field
• Previous experience working in a behavioral health crisis call center

What We Offer:

Full-time only:

• Employees (and their families) are offered comprehensive health insurance, including Medical, Dental, Vision, Accident, Critical Illness, and Hospital Indemnity
• CHS pays for Basic Life, AD&D, Short and Long-Term Disability
• Voluntary Life insurance option for employees and their families
• Health Savings Accounts (with $1,000 to $2,000 employer contribution depending on plan)
• Flexible Spending Accounts (health care and dependent care)
• 401k company match after 6 months (50% of deferrals up to 6% of compensation)
• Generous PTO starting at 160 hours accrued annually and 12 recognized company holidays

All employees (Pool, Part-time and Full-time):

• Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support
• After 90 days, you are auto enrolled in the 401k Plan 

Connections Health Solutions is proud to be a Second Chance employer.

#INDPHX

Connections Health Solutions is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We are committed to creating an inclusive and welcoming environment for all employees and applicants.